The Way We Work
Patty McCord: 8 lessons on building a company people enjoy working for
帕蒂·麦考德: 建立一家员工满意度高的公司的8个经验
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大多数公司都有一系列政策:：法定假期、旅行指南、标准工作时间、年度目标。但是，当一个公司看起来更值得信任而非总是处处控制时，会发生什么呢？网飞公司（Netflix）前首席人才官帕蒂·麦考德（Patty McCord）是一位标志性人物，她与我们分享了促使她把这本公司手册扔出窗外的关键洞见。
Patty McCord - Author, maven
Patty McCord served as chief talent officer of Netflix for 14 years and helped create the Netflix Culture Deck. Since it was first posted on the web, the Culture Deck has been viewed more than 15 million times, and Sheryl Sandberg has said that it "may be the most important document ever to come out of Silicon Valley." Full bio
Patty McCord served as chief talent officer of Netflix for 14 years and helped create the Netflix Culture Deck. Since it was first posted on the web, the Culture Deck has been viewed more than 15 million times, and Sheryl Sandberg has said that it "may be the most important document ever to come out of Silicon Valley." Full bio
Double-click the English transcript below to play the video.
00:00
HR jargon makes me crazy.
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人力资源术语让我抓狂。
我们必须得用这些愚蠢的首字母缩写
00:02
We have to have all these stupid acronyms
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来表达一些无人能理解的术语，
如：OKRs和PIPs。
如：OKRs和PIPs。
00:04
that describe things that nobody
understands: OKRs and PIPs.
understands: OKRs and PIPs.
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我认为我们能够像普通人那样，
00:08
I think we can run our businesses
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00:09
by just talking to each other
like regular human beings.
like regular human beings.
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通过常规对话就能运营企业。
00:12
We might actually get more done.
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这样一来我们的效率会更高。
【我们的工作方式】
00:13
[The Way We Work]
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00:18
I really always wanted to be
an HR professional,
an HR professional,
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我一直都想成为人力资源专家，
我希望我能够说管理语言。
00:20
I wanted to be able to speak
the language of management.
the language of management.
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你知道我在那么长的时间里
都学到了些什么吗？
都学到了些什么吗？
00:23
And you know what I've learned
after all this time?
after all this time?
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没有一样是重要的。
00:26
I don't think any of it matters.
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00:27
There's all kinds of things
that we call "best practices"
that we call "best practices"
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到处充斥着我们称之为“最佳实践”,
却根本不是最佳实践的东西。
00:30
that aren't best practices at all.
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我们如何知道这是最佳？
我们又没法评估。
我们又没法评估。
00:32
How do we know it's best?
We don't measure this stuff.
We don't measure this stuff.
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00:35
In fact, I've learned
that "best practices" usually means
that "best practices" usually means
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事实上，我的经验告诉我，
“最佳实践”通常意味着
“最佳实践”通常意味着
00:38
copying what everybody else does.
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照搬别人的做法。
我们的世界在不断地变化和发展。
00:40
Our world is changing
and evolving all the time.
and evolving all the time.
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这里有一些经验可以帮助你来适应。
00:43
Here are some lessons to help you adapt.
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经验1：你的员工是成年人。
00:45
Lesson one: Your employees are adults.
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00:47
You know, we've created so many layers
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我们建立了这么多的员工阶层
和如此多的流程与准则
00:50
and so many processes
and so many guidelines
and so many guidelines
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00:52
to keep those employees in place
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来让员工按部就班地工作，
导致我们的体制
把员工当做孩子来看待。
把员工当做孩子来看待。
00:54
that we've ended up with systems
that treat people like they're children.
that treat people like they're children.
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00:58
And they're not.
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但他们不是孩子。
每天这些发育完全的
成年人走进公司。
成年人走进公司。
00:59
Fully formed adults
walk in the door every single day.
walk in the door every single day.
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他们有房租要交，
他们有各自的义务，
他们有各自的义务，
01:02
They have rent payments,
they have obligations,
they have obligations,
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01:04
they're members of society,
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他们是社会的一员，
他们想在世界上创造不同寻常的事物。
01:06
they want to create
a difference in the world.
a difference in the world.
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01:08
So if we start with the assumption
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如果我们抱着每一个来工作的人
都是为了做得出色的想法，
01:10
that everybody comes to work
to do an amazing job,
to do an amazing job,
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你会惊讶于所得到的结果。
01:12
you'd be surprised what you get.
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经验2：管理工作不是去控制员工，
01:14
Lesson two: The job of management
isn't to control people,
isn't to control people,
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而是打造出色的团队。
01:17
it's to build great teams.
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当管理者打造了出色的团队时，
你会通过以下几点知晓。
你会通过以下几点知晓。
01:18
When managers build great teams,
here's how you know it.
here's how you know it.
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01:22
They've done amazing stuff.
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他们做了很多了不起的工作。
01:23
Customers are really happy.
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顾客真的很满意。
01:25
Those are the metrics that really matter.
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这些才是真正重要的衡量标准。
而不是这些标准：“你今天准点上班吗？”
01:27
Not the metrics of:
"Do you come to work on time?"
"Do you come to work on time?"
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01:30
"Did you take your vacation?"
"Did you follow the rules?"
"Did you follow the rules?"
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“你休假了吗？”，
“你有没有遵守员工守则？”
“你有没有遵守员工守则？”
“你请示过了吗？”
01:33
"Did you ask for permission?"
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经验3：人们想做有意义的工作。
01:34
Lesson three: People want to do work
that means something.
that means something.
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他们做完后，理应自由决定
下一步要做什么。
下一步要做什么。
01:37
After they do it,
they should be free to move on.
they should be free to move on.
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职业是一场旅行。
01:40
Careers are journeys.
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01:41
Nobody's going to want to do
the same thing for 60 years.
the same thing for 60 years.
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没人想要60年做同样的事情。
所以为了留住人才而留住人才
01:44
So the idea of keeping people
for the sake of keeping them
for the sake of keeping them
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01:47
really hurts both of us.
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其实是两败俱伤。
反之，如果我们创建的公司
都是很棒的地方呢？
都是很棒的地方呢？
01:49
Instead, what if we created companies
that were great places to be from?
that were great places to be from?
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01:53
And everyone who leaves you
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这样每一个离开公司的人，
不仅会成为你的产品大使，
01:55
becomes an ambassador
for not only your product,
for not only your product,
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01:58
but who you are and how you operate.
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还能够宣扬你和你的运营理念。
02:00
And when you spread that kind
of excitement throughout the world,
of excitement throughout the world,
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当你把这种兴奋之情传遍全世界时，
02:04
then we make all of our companies better.
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我们就会让所有的公司变得更好。
经验4：你公司的
每个员工都应该懂业务。
每个员工都应该懂业务。
02:07
Lesson four: Everyone in your company
should understand the business.
should understand the business.
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02:11
Now, based on the assumption
that we've got smart adults here,
that we've got smart adults here,
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假设我们这里都是聪明的成年人，
02:14
the most important thing we can teach them
is how our business works.
is how our business works.
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我们可以教会他们的最重要事情
就是我们的业务如何运作。
就是我们的业务如何运作。
02:17
When I look at companies
that are moving fast,
that are moving fast,
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当我看那些发展很快的公司时，
他们真是非常创新，
02:19
that are really innovative
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02:21
and that are doing amazing things
with agility and speed,
with agility and speed,
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能灵活迅速地做出令人惊艳的产品，
02:25
it's because they're collaborative.
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因为他们是互相协作的。
02:27
The best thing that we can do
is constantly teach each other what we do,
is constantly teach each other what we do,
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我们可以做的是不断告诉彼此
我们在做什么，
我们在做什么，
我们看重什么，评估什么，什么是美德，
02:32
what matters to us, what we measure,
what goodness looks like,
what goodness looks like,
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这样我们就能朝着同样的目标努力。
02:36
so that we can all drive
towards achieving the same thing.
towards achieving the same thing.
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经验5：公司的每个员工
都有权知道真相。
都有权知道真相。
02:39
Lesson five: Everyone in your company
should be able to handle the truth.
should be able to handle the truth.
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你知道为什么人们总说给反馈很难？
02:43
You know why people say
giving feedback is so hard?
giving feedback is so hard?
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因为他们都没有实践。
02:46
They don't practice.
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02:48
Let's take the annual performance review.
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我们来看看年度绩效考核。
在你的一生中，你还做过
哪些一年只做一次，
哪些一年只做一次，
02:50
What else do you do in your whole life
that you're really good at
that you're really good at
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02:53
that you only do once a year?
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还做得很棒的事情？
02:55
Here's what I found:
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这是我发现的：
02:56
humans can hear anything if it's true.
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如果一件事是真实的，
人们都会乐意去倾听。
人们都会乐意去倾听。
02:59
So let's rethink the word "feedback,"
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所以让我们重新思考“反馈”这个词，
03:03
and think about it as telling people
the truth, the honest truth,
the truth, the honest truth,
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把它想成告诉人们真相，诚实的真相，
在他们做对了什么
03:08
about what they're doing right
and what they're doing wrong,
and what they're doing wrong,
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03:11
in the moment when they're doing it.
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又做错了什么，
你刚做了件出色的工作，喔！
03:12
That good thing you just did, whoo!
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03:14
That's exactly what I'm talking about.
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这就是我在谈论的。
再来一次。
03:16
Go do that again.
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03:17
And people will do that again,
today, three more times.
today, three more times.
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今天，人们还会这样做三次。
03:21
Lesson six: Your company needs
to live out its values.
to live out its values.
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经验6：你的公司需要践行它的价值观。
03:25
I was talking to a company
not long ago, to the CEO.
not long ago, to the CEO.
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不久之前我和一个公司的CEO谈过。
03:28
He was having trouble
because the company was rocky
because the company was rocky
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他遇到了烦心事，因为公司难以维持下去，
03:31
and things weren't getting done on time,
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事情总是没法及时做完，
他觉得很多事情做得很草率。
03:33
and he felt like things were sloppy.
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03:36
This also was a man who, I observed,
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我注意到，他也是这样一个人，
03:38
never showed up to any meeting on time.
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开会时从来没法准时到场。
03:41
Ever.
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从来都是。
如果你是领导层，
03:42
If you're part of a leadership team,
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为了“坚持自己的价值观”，你能做的
最重要的事情就是去言传身教。
最重要的事情就是去言传身教。
03:44
the most important thing that you can do
to "uphold your values" is to live them.
to "uphold your values" is to live them.
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03:49
People can't be what they can't see.
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人们不能以他们看不见的东西为榜样。
03:51
We say, "Yes, we're here for equality,"
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我们说，“是的，我们为了平等而来，”
03:54
and then we proudly pound our chest
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然后我们表现得信誓旦旦，
03:56
because we'd achieved 30 percent
representation of women
representation of women
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因为我们的高管团队中女性比例
04:00
on an executive team.
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达到了30%。
04:01
Well that's not equal, that's 30 percent.
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但这不是平等，只是30%。
经验7：所有的创业想法都很愚蠢。
04:04
Lesson seven: All start-up
ideas are stupid.
ideas are stupid.
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04:07
I spend a lot of time with start-ups,
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我在创业公司待了很长时间，
04:10
and I have a lot of friends that work
in larger, more established companies.
in larger, more established companies.
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我有很多朋友在更大，
更具规模的公司工作。
更具规模的公司工作。
他们总是对我的公司嗤之以鼻。
04:13
They are always pooh-poohing
the companies that I work with.
the companies that I work with.
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“这个主意真愚蠢。”
04:16
"That is such a stupid idea."
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你猜怎么着，所有的
创业点子都是愚蠢的。
创业点子都是愚蠢的。
04:17
Well, guess what:
all start-up ideas are stupid.
all start-up ideas are stupid.
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如果是合理的，其他人就已经在做了。
04:20
If they were reasonable, somebody else
would have already been doing them.
would have already been doing them.
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经验8：每个公司都应该积极拥抱变化。
04:23
Lesson eight: Every company
needs to be excited for change.
needs to be excited for change.
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小心怀旧的烟雾。
04:26
Beware of the smoke of nostalgia.
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04:29
If you find yourself saying,
"Remember the way it used to be?"
"Remember the way it used to be?"
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如果你发现自己这样说：
“还记得它过去的样子吗？”
“还记得它过去的样子吗？”
04:33
I want you to shift your thinking to say,
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我希望你能转变一下想法，
“想想它的未来会是什么样子。”
04:35
"Think about the way it's going to be."
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04:37
If I had a dream company,
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如果我有家理想的公司，
我会走进来并且说，
04:40
I would walk in the door and I would say,
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04:42
"Everything's changed, all bets are off.
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“一切都变了，什么都可能发生。
过去，我们以最快的速度跑到了右边，
04:44
We were running
as fast as we can to the right,
as fast as we can to the right,
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现在我们要向左走。”
04:46
and now we'll take a hard left."
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而公司里的每个人都会说：“好的！”
04:48
And everybody would go "Yes!"
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这是一个非常令人兴奋的世界，
它一直都在变化。
它一直都在变化。
04:49
It's a pretty exciting world out there,
and it's changing all the time.
and it's changing all the time.
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我们越积极地拥抱它并为之兴奋，
04:53
The more we embrace it
and get excited about it,
and get excited about it,
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我们就会拥有越多的乐趣。
04:55
the more fun we're going to have.
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ABOUT THE SPEAKER
Patty McCord - Author, mavenPatty McCord served as chief talent officer of Netflix for 14 years and helped create the Netflix Culture Deck. Since it was first posted on the web, the Culture Deck has been viewed more than 15 million times, and Sheryl Sandberg has said that it "may be the most important document ever to come out of Silicon Valley."
Why you should listen
Patty McCord participated in IPOs at Netflix and, before that, Pure Atria Software. A veteran of Sun Microsystems, Borland and Seagate Technologies, she has also worked with small start-ups. Her background includes staffing, diversity, communications and international human resources positions.
Currently, McCord coaches and advises a small group of companies and entrepreneurs on culture and leadership. She also speaks to groups and teams around the world. Her book Powerful: Building a Culture of Freedom and Responsibility was published in January of 2018.
Patty McCord | Speaker | TED.com